ITIL®4 Specialist: Business Relationship Management
3-Days

The ITIL4 Specialist: Business Relationship Management module is for IT professionals who are involvedin establishing and nurturing the relationships between service providers and consumer organisations,and their stakeholders. Based on the ITIL 4 framework, the module provides both strategic and...  READ MORE

Price: £1,400 * (including exam)

  • Course:ITIL4-BRM ( £1,050 )
  • Exam:ITIL®4 Advanced Exam ( £350 )

(Prices exclude VAT which will be added at the prevailing rate.)

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ITIL®4 Specialist: Business Relationship Management

Description

The ITIL4 Specialist: Business Relationship Management module is for IT professionals who are involvedin establishing and nurturing the relationships between service providers and consumer organisations,and their stakeholders.

Based on the ITIL 4 framework, the module provides both strategic and practical best practice guidance to help organizations understand the value of Business Relationship Management as well as its key concepts and challenges. Professionals should be able to use these concepts to deliver return on investment in digital technology, develop and apply service relationship models and integrate Business Relationship Management in the organisation’s service value streams for a holistic and end-to-end approach.

ITIL 4 Specialist: Business Relationship Management enables professionals to:

  • Define Business Relationship Management roles, responsibilities, knowledge, and skills
  • Ensure stakeholders understand the strategic and operational requirements to co-create value and achieve business goals
  • Apply Business Relationship Management metrics and practice success factors to improve performance
  • Measure, assess and develop Business Relationship Management capability by using the ITIL Maturity Model.

Overview

Establishing and nurturing the relationships between service providers and consumer organizations, and their stakeholders has never been more important. BRM explores how service relationships can build competitive advantage.

The target audience for this course is:

  • Business Relationship Managers
  • IT/ITSM professionals
  • Business Systems Analyst
  • Data Analyst
  • IT Team Leads
  • ITSM Consultants
     

Content

  1.  Understand the key concepts of Business Relationship Management
    • Identify the purpose, PSFs, and value of the BRM practice
    • Understand the key challenges of business relationship management
    • Understand the key stakeholders of service relationships
    • Understand the service journey model including the steps and the role of touchpoints and service interactions
    • Understand the types of service relationship and the role of BRM in each type of service relationship
  2. Understand the BRM value streams and processes
    • Understand the ITIL service value chain model and the roles and relationships of service value streams, practices, and processes in creation of value
    • Understand the two main processes of the BRM practice
    • Know how to develop and apply relationship models
    • Know how to integrate BRM in the organization's
      value streams
  3. Know how to apply the BRM models and technique
    • Know how to apply the following in the context of BRM:
      • Stakeholder analysis and mapping
      • Gemba walk 
      • The voice of the customer
  4. Understand BRM roles, skills, and organizational solutions
    • Understand the key skills required for BRM
    • Describe the responsibilities of the relationship manager and relationship agent roles
    • Know how to apply the LACMT model to BRM activities
    • Know how to position BRM within an organizational structure
  5. Understand how information and technology supports and enables BRM
    • Identify the key inputs and outputs of the BRM practice
    • Describe the key BRM automation tools and their role in the practice
  6. Understand the role of partners and suppliers in BRM
    • Understand the complexity of service relationships
    • Understand the dependencies of BRM on third parties
  7. Know how to develop the BRM capability in an organization
    • Understand the key concepts of the ITIL maturity model:
      • capability assessment
      • the capability levels and criteria
    • Know how to apply capability criteria to plan BRM capability development
    • Identify key metrics and methods for improving BRM capabilities
    • Apply the key steps of the BRM capability
      development

 

Exam

  • 90 minutes closed book exam
  • 40 multiple choice questions (each one being worth 1 mark)
  • Pass mark 26 out of 40 or 65%.
  • Candidates must have passed the ITIL4 Foundation examination or be an ITIL4 Managing Professional to attend this course.

Dates For ITIL®4 Specialist: Business Relationship Management

VIRTUAL training

  • 10-12 June 2024
  • 2-4 September 2024
  • 9-11 December 2024

    • To book any of these dates, please see below.

Availability and pricing for ITIL®4 Specialist: Business Relationship Management:

Please Note: Exam fees (where applicable) are included in the prices quoted.

10-12 June 2024 - VIRTUAL training

£1,400

2-4 September 2024 - VIRTUAL training

£1,400

9-11 December 2024 - VIRTUAL training

£1,400